Enterprise Customer Success Manager (US)

Easol • New York, NY

10h

About The Position

Easol is hiring an Enterprise Customer Success Manager to own the success and retention of a portfolio of enterprise creators in the US. The role involves building trusted relationships across customer organizations, understanding each creator’s business, and helping them realize value from Easol throughout their customer journey—from complex implementations and major launches to ongoing account strategy, adoption, and renewal.

This is a relationship-led role that also requires hands-on technical and operational engagement. The manager will oversee complex, multi-stakeholder projects; troubleshoot platform, reporting, data, and configuration issues; and coordinate with Product, Engineering, Solutions, and Event Operations when specialist support is needed. They will also help creators understand and adopt Easol’s AI products and workflows, advocate for customer needs internally, and contribute to the evolution of Easol’s Customer Success practices.

Success means creators launch successfully, remain retained, actively use Easol, and regard the manager as a trusted strategic partner who understands both their business and the platform. The position requires travel across the US for key creator events and strategic meetings. Compensation is a base salary of $100,000–$120,000 annually, with a target annual performance bonus of 15% of base salary paid quarterly, for total target cash compensation of $115,000–$138,000.

Requirements

• At least 4 years of experience in Customer Success or Account Management within SaaS/B2B.
• Demonstrated experience independently owning and managing a customer portfolio, including account health, retention, and long-term success.
• Experience leading complex implementations, launches, or customer projects involving multiple internal and external stakeholders.
• Strong project management skills, including managing timelines, dependencies, competing priorities, and stakeholder expectations.
• Strong relationship-building skills and confidence working with senior and executive stakeholders.
• Strong technical aptitude and willingness to investigate platform and data issues before escalating them.
• Comfort investigating reporting discrepancies, working with data exports and dashboards, and understanding how configuration or setup affects customer outcomes.
• Ability to communicate technical issues clearly to customers and internal technical teams.
• Commercial awareness and ability to recognize expansion opportunities and understand customers’ wider business context.
• Comfort working with AI-native platforms and understanding how AI can improve customer workflows and business outcomes.
• Confidence demonstrating, positioning, and driving customer adoption of AI-powered products.
• Highly organized, with the ability to manage multiple complex accounts, launches, and competing priorities.
• Comfort operating in a fast-moving environment, taking ownership, and making decisions.
• Strong written and verbal communication skills.
• Willingness to travel across the US for key creator events and strategic meetings.

Nice To Haves

• Experience in music, ticketing, live events, hospitality, travel, e-commerce, or another vertical SaaS environment with complex customer operations.

Responsibilities

• Own a portfolio of enterprise creators, building multi-threaded relationships with operational and executive stakeholders and taking responsibility for account success, retention, and risk management.
• Understand each creator’s business model, priorities, and goals; develop strategic account plans; and lead QBRs and regular business reviews using account health data and Customer Success tools.
• Lead complex implementations, major launches, and creator initiatives, managing timelines, dependencies, risks, and stakeholder alignment across internal and external teams.
• Support creators during major on-sales and key trading periods, coordinating internal teams and resolving issues as they arise.
• Identify and surface expansion and cross-sell opportunities, partnering with Sales to progress them.
• Champion adoption of Easol’s AI products and capabilities, helping creators identify use cases, understand value, and integrate AI-powered workflows.
• Independently troubleshoot platform, reporting, and configuration issues using data, dashboards, and exports.
• Partner with Product, Engineering, Solutions, and Event Operations to resolve complex issues and drive them through to resolution.
• Represent creators internally by translating feedback, operational challenges, and business requirements into actionable product insights.
• Maintain product knowledge and advise creators on using Easol’s capabilities to improve customer experience and operational performance.
• Represent Easol onsite at key creator events, launches, and strategic meetings.
• Contribute to the development of Customer Success account planning, processes, tooling, automation, and scalable ways of working.

Benefits

• Company-funded deep week: dedicated time to focus on an important project at a destination of the employee’s choice.
• Monthly contribution toward a gym membership.
• Monthly contribution toward a mobile phone contract.
• Annual personal development budget.
• Support to choose personal work equipment.
• 33 days of holidays, inclusive of public holidays.
• Support for employees of all backgrounds and physical abilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed